Working with requests in CRMScript
- Create ticket
- Get ticket info
- Add a message
- Get message info
- Accept request
- Reply to customer
- Delegate a request
- Priority and escalation
- Split and merge tickets
- Samples
- Request logs
A word of caution
Edit message
For obvious reasons, you should not alter the text in a message after the fact.
However, you might need to edit some properties for bookkeeping or compliance. For example:
- Time spent (accumulates)
- Invoicing info
- Access level (internal/external)
- Attachments (removal might be required)
Delete tickets
⚠️ Warning
In general, we don’t recommend deleting requests. It is usually preferable to add a comment and/or tag and mark it as closed.
Deleting a ticket will also delete all messages and attachments linked to it!
However, you may be required to delete a request to comply with your company’s privacy policy. Proceed with caution! Use the same statements as for closing a ticket, just change the status code from 2 to 4.
Reference
Status
| Status | Description |
|---|---|
| 0 | Unknown/uninitialized |
| 1 | Active |
| 2 | Closed |
| 3 | Postponed |
| 4 | Deleted |
| 5 | Merged/Linked |
Timestamp values - ticket
| Parameter | Db field | Description |
|---|---|---|
| activate | activate | When to activate a postponed ticket |
| createdAt | created_at | When the ticket was created |
| repliedAt | replied_at | When the 1st external message was added |
| stopEscalation | stop_escalation | |
| readStatus | read_status | Has the owner has read the ticket? (red, yellow, green) |
| deadline | deadline | The deadline of the ticket |
| timeToClose | time_to_close | Minutes between create and close |
For a complete list of fields, see the database reference.
Timestamp values - message
| Parameter | Db field | Description |
|---|---|---|
| createdAt | created_at | When the message was posted |
| timeSpent | time_spent | Minutes used on this message |
| timeCharge | time_charge | Minutes to be invoiced for this message |